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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about linking products, categories, and dispositions?

A) Links can be automatically created to categories and dispositions based on answers an incidents.
B) Links can be created only between the parent levels of products, categories, and dispositions.
C) Product-category linking is independent of product-disposition linking.
D) Product-category linkingrestricts customers from searching on the Customer Portal.
E) A leaf product's links are inherited from its parent product.

2. Which two statementsare true about the Organization object in Service Cloud?

A) It can be associated with incidents directly.
B) It is required to create an incident.
C) It is widely used in Business-to-Business scenarios.
D) It has a one-to-many relation with contacts.
E) It has a one-to-one relation with contacts.

3. For which three reasons should you recommend using workflows?

A) They guide agents through complex customer interactions and data updates.
B) They help customers find relevantknowledge answers.
C) They promote efficiency.
D) They can sort incidents raised by a contact.
E) They reduce human error.

4. You have a requirement to purge Incidents where the Incidents have not been updated in the last 30days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?

A) Add default values to runtime filters if used in the report
B) Use a drilldown level to filter the top level
C) Use runtime filters in preference to fixed filters
D) Set the option to allow switching of data
E) Do not set the deferred execution option
F) Remove Primary keys from all tables used in the report

5. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Guided assistance
B) Agent scripts
C) Intent guide
D) Custom process model
E) Business rules

Solutions: